Thursday, December 10, 2009

MUMBAI, INDIA: Cable & Wireless International (CWI) and Patni Computer Systems today announced the completion of Project Liberate -- a system modernisation program for the CWI full-service telecoms business operating in 38 countries.

The program involved a complete re-engineering of CWI’s existing CIS system. Patni has built a comprehensive web-based solution that enables easy access for customer service teams and is compatible with other applications. As a trusted technology partner, Patni was tasked with modernising not only the applications but also the associated processes.

The partnership between Patni and CWI allows its business units to offer a faster and more reliable service to their customers. The new platform has improved the time it takes to resolve customer queries and has improved operational efficiency.

The browser-based application is based on an Opensource and Webservice platform. The new system is now being rolled out across 28 countries in which CWI operates, and is already being used to support operations in new markets such as Africa.

As a browser-based application, the program has also been opened up to customers directly, enabling self-service access to account details. This functionality is being rolled out in the Caribbean region, Panama, Africa and Macau and has boosted customer service levels.

Mark Dearnley, Chief Information Officer, CWI explains: “CWI is on a mission to deliver world-class services to all of our customers. Technology is a critical part to achieving this and we are delighted to be working with Patni on this exciting project and to have successfully reduced the time we take to serve our customers.”

Derek Kemp, SVP & Global Industry Head of Communications, Patni explains: “The wide variety of economies that form the CWI customer base mean that self-service and fast responses to issues are critical. Through this program, CWI has continued to set the bar very high for customer service. Patni is very proud to be a transformation partner, trusted to deliver such a critical evolution of the CWI business.”